{"id":73140,"date":"2025-08-22T09:00:42","date_gmt":"2025-08-22T08:00:42","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73140"},"modified":"2025-10-19T10:09:50","modified_gmt":"2025-10-19T09:09:50","slug":"big-cx-news-from-microsoft-salesforce-lenovo-zoom","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-microsoft-salesforce-lenovo-zoom\/","title":{"rendered":"Big CX News from Microsoft, Salesforce, Lenovo &#038; Zoom"},"content":{"rendered":"<p>From Microsoft&#8217;s new-look AI agent to a Lenovo customer service AI chatbot weakness, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-steps-toward-fully-autonomous-contact-centers-with-a-new-look-ai-agent\/\">Microsoft Steps Toward \u201cFully Autonomous Contact Centers\u201d with a New-Look AI Agent<\/a><\/h2>\n<p>Microsoft has announced its new-look Customer Intent Agent in a move it describes as \u201caccelerating the journey toward fully autonomous contact centers.\u201d<\/p>\n<p>The tech giant first unveiled the Customer Intent Agent, available across its Dynamics 365 Contact Center and Customer Service offerings, in January 2025.<\/p>\n<p>Upon the original announcement, Microsoft showcased how the AI Agent scans service conversations to pinpoint the contact center\u2019s core demand drivers, or \u2018intents\u2019.<\/p>\n<p>From there, it clusters transcripts, case notes, and summaries to map each intent and outline the steps to a successful resolution.<\/p>\n<p>That intelligence then plugs into other AI agents, automating knowledge article creation, informing self-service interactions, and boosting the agent-facing Copilot.<\/p>\n<p>Meanwhile, the Customer Intent Agent keeps working in the background, unpacking emerging customer intents, enabling the creation of new knowledge content, and expanding the scope for contact automation <a href=\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-steps-toward-fully-autonomous-contact-centers-with-a-new-look-ai-agent\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-makes-changes-to-its-agentforce-pricing-model-again\/\">Salesforce Makes Changes to Its Agentforce Pricing Model (Again!)<\/a><\/h2>\n<p>Salesforce is continuing to tinker with Agentforce\u2019s pricing model.<\/p>\n<p>The goal remains the same: to reduce barriers to entry and get more of its 150,000+ customers on the AI agent platform.<\/p>\n<p>As of May 2025, 8,000 of those customers are currently leveraging Agentforce.<\/p>\n<p>Hoping to boost those numbers, Salesforce\u2019s latest move is to introduce \u2018pay-as-you-go\u2019 and \u2018pre-commit\u2019 payment options.<\/p>\n<p>Along with the pre-existing \u2018pre-purchase\u2019 option, Salesforce now offers three distinct ways to pay for Agentforce.<\/p>\n<p>When sharing the new payment options, <strong>Bill Patterson<\/strong>, <strong>EVP of Corporate Strategy at Salesforce<\/strong>, underlined how they pave a path for \u201cbusinesses of all sizes\u201d to start testing and deploying AI agents. He said:<\/p>\n<blockquote><p>We\u2019re removing the friction and lowering the barrier to entry so every company, whether they\u2019re a long-time customer or trying Salesforce for the first time, can get started and see immediate value from digital labor with Agentforce.<\/p><\/blockquote>\n<p>The updates follow the <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-acquires-convergence-ai-changes-its-pricing-model-to-boost-agentforce\/\">introduction of that \u2018pre-purchase\u2019, consumption-based pricing model<\/a> earlier this year (<a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-makes-changes-to-its-agentforce-pricing-model-again\/\">Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/lenovos-customer-service-ai-chatbot-got-tricked-into-revealing-sensitive-information-heres-how\/\">Lenovo\u2019s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here\u2019s How<\/a><\/h2>\n<p>Lenovo is the latest high-profile brand to have a security flaw exposed in its AI customer service chatbot.<\/p>\n<p>Indeed, Security Researchers at <a href=\"https:\/\/cybernews.com\/security\/lenovo-chatbot-lena-plagued-by-critical-vulnerabilities\/\">Cybernews<\/a> opened up Lenovo\u2019s ChatGPT-powered customer service assistant, Lena, with jaw-dropping results.<\/p>\n<p>Its investigation found that Lena can be tricked into providing sensitive company information and data.<\/p>\n<p>Cybernews researchers were able to uncover a flaw that allowed them to hijack live session cookies from customer support agents.<\/p>\n<p>With a stolen support agent cookie, an attacker could slip into the support system without any login details, access live chats, and potentially dig through past conversations and data.<\/p>\n<p>And all it took was a single, 400-character prompt.<\/p>\n<p>In discussing the investigation, the Cybernews researchers highlighted the relative ease with which AI chatbots can be duped:<\/p>\n<blockquote><p>Everyone knows chatbots hallucinate and can be tricked by prompt injections. This isn\u2019t new. What\u2019s truly surprising is that Lenovo, despite being aware of these flaws, did not protect itself from potentially malicious user manipulations and chatbot outputs.<\/p><\/blockquote>\n<p>The news comes soon after CX Today reported on how a different team of researchers <a href=\"https:\/\/www.cxtoday.com\/crm\/a-customer-service-ai-agent-spits-out-complete-salesforce-records-in-an-attack-by-security-researchers\/\">cracked open a replica of McKinsey &amp; Co.\u2019s customer service bot<\/a>, getting it to spit out entire CRM records <a href=\"https:\/\/www.cxtoday.com\/contact-center\/lenovos-customer-service-ai-chatbot-got-tricked-into-revealing-sensitive-information-heres-how\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/zoom-expands-the-scope-of-ai-in-customer-service-with-a-new-virtual-agent-use-case\/\">Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case<\/a><\/h2>\n<p>Zoom has integrated its Virtual Agent with Zoom Phone, helping businesses connect callers directly with the department that can solve their issue.<\/p>\n<p>Often, queries flow through to the contact center, where an agent either transfers the customer or plays the go-between.<\/p>\n<p>However, thanks to this new capability, Zoom customers can unlock a new \u201c24\/7 AI receptionist\u201d. That receptionist routes the customer to the best-placed department on the agent\u2019s behalf.<\/p>\n<p>Critically, it also interacts with customers, gauges their intents, processes inputs, and uses that intelligence to offramp the customer.<\/p>\n<p>In \u201cprocessing inputs\u201d, the Zoom Virtual Agent (ZVA) takes helpful information from the customer and passes it to the employee, boosting their troubleshooting process.<\/p>\n<p>Additionally, departments using Zoom Phone can utilize the Virtual Agent to automate tasks, such as booking appointments and providing customer updates. No longer are these capabilities limited to the contact center; they\u2019re democratized <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/zoom-expands-the-scope-of-ai-in-customer-service-with-a-new-virtual-agent-use-case\/\">(Read more&#8230;)<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From Microsoft&#8217;s new-look AI agent to a Lenovo customer service AI chatbot weakness, here are extracts from some of this week\u2019s most popular news stories. Microsoft Steps Toward \u201cFully Autonomous Contact Centers\u201d with a New-Look AI Agent Microsoft has announced its new-look Customer Intent Agent in a move it describes as \u201caccelerating the journey toward [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":58272,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61014,61016,62063],"class_list":["post-73140","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-crm","category-customer-analytics-intelligence","category-marketing-sales-technology","tag-agentic-ai","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-big-cx-news","tag-ccaas","tag-chatbots","tag-chatgpt","tag-crm","tag-virtual-agent","brands_to_track-lenovo","brands_to_track-microsoft","brands_to_track-salesforce","brands_to_track-zoom","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Big CX News from Microsoft, Salesforce, Lenovo &amp; Zoom - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, AI Agent, AI Agents, Artificial Intelligence, Automation, BIG CX News, CCaaS, Chatbots, ChatGPT, CRM, Virtual Agent and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-microsoft-salesforce-lenovo-zoom\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Big CX News from Microsoft, Salesforce, Lenovo &amp; Zoom\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, AI Agent, AI Agents, Artificial Intelligence, Automation, BIG CX News, CCaaS, Chatbots, ChatGPT, CRM, Virtual Agent and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-microsoft-salesforce-lenovo-zoom\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-22T08:00:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T09:09:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-microsoft-salesforce-lenovo-zoom\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-microsoft-salesforce-lenovo-zoom\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Big CX News from Microsoft, Salesforce, Lenovo &#038; 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